People Process Transformation Lead, Gusto

• 10+ years of experience in People Operations, HR Operations, Business Operations, Process Excellence, Consulting, or related fields
• 5+ years leading managers and operational teams
• Demonstrated success leading enterprise-scale process transformation initiatives
• Experience managing HR shared services, HR operations, HRIS operations, or similar service organizations
• Strong understanding of HR technology ecosystems (Workday or comparable HRIS, case management platforms, workflow tools)
• Experience applying Lean, Six Sigma, business process management, or operational excellence methodologies
• Strong analytical skills with the ability to use operational metrics to drive decisions
• Proven ability to influence senior leaders without direct authority
• Excellent executive communication and stakeholder management skills
• This leader excels at:
• Strategic systems thinking
• Operational excellence
• Customer obsession
• Data-driven decision making
• Organizational influence
• Change leadership
• Developing high-performing teams
• Balancing innovation with operational rigor

Desirable

• We're looking for a strategic and execution-oriented Lead, Process Transformation to lead the evolution of our People Operations ecosystem. This leader will identify opportunities to simplify, standardize, and automate people processes while ensuring operational excellence across our HRIS Operations and service delivery teams
• Reporting into the People Systems & Operations organization, this role sits at the intersection of strategy, technology, and operations. You'll partner across HR, Legal, Finance and business leaders to redesign how work gets done—from hire to retire—creating scalable experiences for employees, managers, and People teams
• In addition to leading enterprise process transformation initiatives, you'll oversee the teams responsible for executing our core people operations workflows, including HRIS Operations and People Services
• Develop and execute a multi-year strategy for transforming People Operations processes
• Analyze end-to-end employee lifecycle workflows to identify friction, inefficiencies, redundancies, and opportunities for simplification
• Redesign processes using Lean, service design, and automation principles
• Consult with technical partners to understand how tooling, AI and agentic solutions can support improved efficiency
• Build business cases that quantify operational impact, employee experience improvements, and ROI
• Prioritize transformation initiatives based on organizational impact, scalability, and strategic objectives
• Partner closely with People Technology to implement technology solutions that improve operational efficiency
• Evaluate opportunities to leverage workflow automation, AI, integrations, self-service capabilities, and system enhancements to drive prioritization for people technology
• Ensure process design and technology decisions work together to create sustainable solutions
• Balance configuration, workflow redesign, and policy changes to achieve desired outcomes
• Own operational governance for core HR system transactions and data processing
• Ensure operational accuracy, compliance, and service level achievement
• Continuously improve throughput, quality, and controls
• Lead the HR Service Center responsible for Tier 0/1 Gustie (employee) and People Empowerer (manager) support
• Improve service delivery through knowledge management, self-service, case management optimization, and triage/query process improvements
• Develop service metrics and continuously improve customer experience
• Define operational standards, process ownership, documentation, and governance across People Operations
• Create KPI dashboards measuring efficiency, quality, service levels, cycle times, automation adoption, and employee experience
• Build mechanisms to continuously identify improvement opportunities through operational data and customer feedback
• Lead and coach managers and individual contributors across HRIS Operations and People Services
• Foster a culture of continuous improvement, operational excellence, and customer-centric thinking
• Build organizational capability in process improvement methodologies and change management
• Influence senior stakeholders across HR leadership, Finance, IT, Security, and Legal
• Translate business priorities into operational improvements
• Lead cross-functional initiatives requiring alignment across multiple organizations
• Within your first year, you will have:
• Established a transformation roadmap for People Operations
• Identified and delivered measurable improvements in key employee lifecycle processes
• Reduced manual work through workflow redesign and automation
• Improved HR service center effectiveness and customer satisfaction
• Increased operational visibility through standardized metrics and dashboards
• Built a culture where continuous improvement becomes part of day-to-day operations